| | MAY 2019191. What are the current market trends you see shaping the Field Service space?Over the years, technology has revolutionized people's lives by creating incredible tools and resources, putting useful information at our fingertips. People use them for personal reasons, ranging from controlling their homes to personal banking. It's not just the millennials that are using mobile technology; some of the biggest consumers of mobility today are seniors. However, when we get into the workplace, whether consumers need health care at home or need to see a doctor; these tasks are done either using older technology or not using technology at all. So when you think about the market trends, there is a sort of "have and have not" perspective focused on delivering consumer experience. However, in the workplace, people are not getting that same experience that they get personally using their devices or gadgets. So, the trends that we see in this space are focused on trying to take that consumer experience and bring it into the workplace. 2. Field service automation is proven to generate faster revenue, reduce costs, increase productivity levels, ensure quality, accuracy, and consistency, and more. Your views on this trend.I like to say that device strategy has nothing to do with devices. It has everything to do with the ability to provision applications and services in a lightweight, thin-client way to allow individuals to have a seamless experience. The front end automation; devices and wearable's that people have, are nothing without backend changes and automation. The network, applications, and development teams, as well as our data centers and storage and cloud providers, enable the delivery of efficient field services (both in terms of hardware and software). 3. Please elaborate on the challenges related to Field Service that organizations will need to address. One of the challenges is around the need for taking out existing applications and processes and bringing in upgraded or modernized ones. These applications can only service a consumer to a certain extent. As a result, the challenge is this investment that's needed both in dollars, and resources and time to take these types of applications and modernize them-To be able to move them into a space that allows their users to access them either remotely or through a mobile device. Concurrently, with all these applications redesigned or invigorated, it's vital to ensure security and at the same time making sure the data is secure and reliant for the end user. Organizations have to invest in the infrastructure and application side to facilitate modernization. They need to invest in the field to have these larger devices or invest on the applications and infrastructure network, storage, cloud; to facilitate a great consumer experience in the field service space.DR. MARLENE KOLODZIEJ, DBA, ITIL; AVP - END USER SERVICES, NORTHWELL HEALTHFIELD SERVICE AUTOMATION: ENHANCING PRODUCTIVITY AND SERVICE OPERATIONS cXoinsights
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